Customer Service Analyst Ii

Richshalda Williams

*** ********** ** *******************@*****.***

Patterson, California 95363 Ph: 510-***-****

Objective: To attain a position with a client and team oriented business that promotes my customer service aptitude while expanding company-wide knowledge to meet office-oriented goals.

Work Experience:

06/18 to 03/22 Alameda County (In-Home Support Services)

·Household domestic duties, such as cooking, cleaning, and laundry.

·Personal care services, such as dressing, bathing, and feeding.

·Transportation and accompaniment to medical appointments.

·Protective supervision and paramedical services as ordered by a primary physician.

02/15 to 04/18 JP Morgan Chase (Claims Analyst II)

·Responsible for the effective, strategic and timely oversight of Workers Compensation, General Liability and Auto Liability claims in a designated region within the U.S.

·Ensure timely, appropriate reserve setting and settlement processes are followed in accordance with the firms service instructions

·Communicate directly with, assist and coach retail Branch Managers to improve claim outcomes through the use of restricted duty and other cost containment tools

·Develop and maintain strong positive relationships with Branch Managers, Facility Manager, HR Business Partners, adjusters, defense counsel, and others

·Monitor high exposure claims to mitigate monetary costs and reputational risk

·Identify and pursue claim resolution opportunities

01/12 to 01/15 Bank of America (Claims Analyst II)

·Responsibility for the day to day resolution of complex claims/escalations including in-depth analysis for fraud and non-fraud claims.

·Minimizes and prevents losses resulting from high-risk fraudulent monetary and non-monetary transactions.

·Interacted with multiple business partners to appropriately investigate and decision claims.

·Followed up with clients either verbally or through written communication.

·Educated and communicated with claim decisions to clients.

·Recorded data captured during client interactions accurately.

08/98 to 03/01 North Point Communications (Priority Account Coordinator/Provisioning Specialist)

·Provisioned DSL orders from ILECs and LEC.

·Order control from start to finish.

·Inputs customer and account data in a timely and accurate manner into a web-based information system.

·Responsible for taking inbound calls in a high volume call center

·Maintained confidentiality and adhered to HIPAA regulations.

·Answered inquiries by clarifying desired information; researching, location, and providing information.

03/80 to Present Certified Licensed Cosmetologist (Professional Hair Stylist)

Education: Berkeley High School - Oakland, CA - Graduated (1977)

Merritt Beauty Academy - Oakland, CA - Obtained Licensed Cosmetologist Certification

Oakland Adult School - Oakland, CA - Studied Computer Science

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